Service Advisor - Heavy Duty Trucks | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 178761 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

We are looking for a customer-focused and commercially driven Service Advisor – Heavy Duty Trucks to join our Commercial Vehicles division within FAMCO. This role is critical in delivering a seamless end-to-end Aftersales experience for heavy-duty truck customers, while driving service revenue and maximizing vehicle uptime.

As the key interface between customers and the workshop, you will ensure efficient service delivery, accurate communication, and high levels of customer satisfaction. The role demands strong technical understanding of heavy-duty truck systems combined with a commercial mindset to support business growth.

What you will do

• Act as the primary point of contact for customers throughout the heavy-duty truck service journey
• Capture customer requirements accurately, prepare job cards, and provide detailed repair estimates
• Coordinate closely with workshop teams to ensure efficient repair of heavy-duty trucks and adherence to promised timelines
• Monitor work-in-progress and proactively communicate updates or delays to customers
• Obtain approvals for additional repairs while maintaining transparency and trust
• Deliver trucks to customers with a clear explanation of repairs, costs, and service value
• Drive Aftersales revenue through upselling of parts, labor, and service contracts for heavy-duty trucks
• Ensure high standards of customer satisfaction and contribute to strong CSV/NPS performance
• Handle customer complaints efficiently to ensure timely and satisfactory resolution

Required skills to be successful

• Strong customer relationship management and communication skills
• Good technical understanding of heavy-duty truck systems and repair processes
• Strong commercial acumen with ability to upsell services and meet revenue targets
• Ability to manage multiple priorities in a fast-paced, workshop-driven environment
• Excellent coordination and problem-solving skills
• Working knowledge of ERP systems (SAP preferred) and MS Office

About the team

You will be part of the Commercial Vehicles Aftersales team within FAMCO, supporting heavy-duty truck operations across the UAE. The team is focused on maximizing vehicle uptime, delivering high-quality service standards, and driving customer loyalty within a demanding and competitive transport segment.

What equips you for the role

• Diploma or Bachelor’s degree in Automobile or Mechanical Engineering
• 3–5 years of experience within an automotive dealership
• Minimum 3 years of experience as a Service Advisor, preferably handling heavy-duty trucks
• Strong understanding of heavy-duty truck service operations and Aftersales workflows
• Experience working in a target-driven environment
• Valid UAE driving license

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.